Moving and Handling Policy and Procedure

1. Governance

1.1. This is the Moving and Handling Policy and Procedure for The Good Place Home Care Services Limited.

1.2. The Good Place Home Care Services Limited will be referred to in this document as "The Good Place Home Care Services Limited","The Good Place","We","Us", or "Our".

1.3. Our registered address is: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ.

1.4. We can be contacted by:-

• a. Telephone: 01283 296 337
• b. Email: [protected:ahello][protected:athegoodplace.care]
• c. Post: The Good Place, 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ

1.5. Words importing one gender include all genders, and words in the singular include the plural and vice versa, unless the context requires otherwise.

1.6. Document control sheet:-

2. Purpose

2.1. To set out how The Good Place will assess, plan, deliver and review all moving and handling activities so that they are safe, lawful, person-centred and respectful of people’s dignity, rights and choices, and so that risks of harm to people who use the service and to staff are prevented or reduced as far as reasonably practicable.

2.2. To ensure that we fulfil our legal and regulatory responsibilities in relation to manual handling, lifting equipment, health and safety, consent and safeguarding, and can demonstrate compliance to the Care Quality Commission and other regulators.

2.3. To support us to meet, and be able to evidence compliance with, the following CQC Single Assessment Framework quality statements:-

3. Scope

3.1. This policy applies to all staff members involved in providing care and support, including:-

• a. Care staff – Our frontline carers who assist service users with everyday mobility and personal care needs.
• b. Management – Ensuring that all care practices follow best-practice guidelines, conducting risk assessments, and supporting staff with training.
• c. Agency staff and temporary workers – Expected to adhere to our moving and handling standards just as our permanent employees do.
• d. Volunteers – While they may have limited involvement in direct care, they must be aware of safe handling principles and follow guidance to prevent harm to themselves or service users.

4. Policy Statement

4.1. At The Good Place, we are committed to providing high-quality, safe, and dignified care to all our service users. A crucial part of this commitment is ensuring that all moving and handling activities are carried out safely, both for the individuals we support and for our dedicated care staff.

4.2. This Moving and Handling Policy sets out our approach to assisting individuals with mobility needs in a way that promotes their dignity, independence, and comfort, while also minimising the risk of injury to our care workers. Our aim is to ensure that every movement is performed safely, correctly, and with the utmost respect for the person receiving care.

4.3. Moving and handling tasks are a routine part of domiciliary care, whether it involves assisting someone to sit, stand, walk, transfer between a bed and a chair, or use mobility aids such as hoists and slide sheets. However, if these tasks are not carried out properly, they can lead to serious injuries—not just for our staff but also for the people we care for.

4.4. We recognise that moving and handling is a core aspect of domiciliary care, and it involves much more than simply helping someone move from one position to another. Our policy covers a wide range of activities.

4.5. Supporting Individuals with Mobility Difficulties

4.5.1. Many of the people we support experience limited mobility due to age, disability, illness, or injury. Our role is to enable them to move as safely and comfortably as possible while promoting their independence. This may include:-

• a. Assisting someone to stand, sit, or reposition in a chair or bed.
• b. Supporting individuals to walk safely, either independently, with a walking aid, or with staff assistance.
• c. Helping service users move up or down stairs where necessary and safe to do so.

4.6. Assisting with Personal Care

4.6.1. Providing personal care often involves moving and handling tasks. We are committed to ensuring that these are carried out safely, professionally, and with respect for the individual’s privacy and dignity. This includes:-

• a. Helping service users in and out of bed, whether manually or using a hoist.
• b. Assisting with bathing, showering, or using the toilet, ensuring safe transfers between mobility aids, beds, and bathing facilities.
• c. Ensuring that individuals who require assistance with dressing or grooming receive support that is both safe and considerate of their preferences.

4.7. Moving Equipment and Supplies

4.7.1. In addition to handling individuals, our care team may need to move medical equipment, mobility aids, and other essential supplies. This includes:-

• a. Setting up and adjusting hoists, slings, transfer boards, and slide sheets correctly.
• b. Safely handling wheelchairs and walking frames, ensuring they are used appropriately.
• c. Carrying, lifting, and repositioning household items, care supplies, and specialist equipment to facilitate safe care delivery.

4.8. Emergency Handling Situations

4.8.1. Despite our best efforts, emergencies can happen, and our staff must be prepared to respond quickly and safely. This policy outlines the procedures for:-

• a. Handling falls – If a service user falls, we follow safe lifting techniques or seek appropriate assistance to prevent further injury.
• b. Evacuating individuals in emergencies – In case of a fire, power outage, or another emergency, we ensure safe relocation or evacuation of service users, following their personal care plans.
• c. Medical emergencies – Supporting individuals who experience sudden illness or distress, ensuring they are moved safely while awaiting professional medical help.

5. Legal & Regulatory Framework

5.1. This policy is guided by:-

• a. Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999 – our duty to protect employees and service users from risks related to moving and handling by providing safe systems of work, suitable risk assessments and adequate supervision.
• b. Manual Handling Operations Regulations 1992 (as amended) – we must avoid hazardous manual handling where reasonably practicable, carry out suitable and sufficient manual handling risk assessments and reduce the risk of injury so far as is reasonably practicable.
• c. Where a moving and handling incident results in a death, a specified injury, an over-7-day injury to an employee, or an injury to a person who is not at work (for example a service user) that arises out of or in connection with our work and results in them being taken directly to hospital for treatment, or any other event that meets the criteria under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR), we will ensure that the required report is made to the Health and Safety Executive (HSE) in line with our Management of Accidents, Incidents, and Near Misses Policy and Procedure. This is in addition to any notifications to CQC and our duty of candour obligations.
• d. Lifting Operations and Lifting Equipment Regulations (LOLER) 1998 and Provision and Use of Work Equipment Regulations (PUWER) 1998 – we must take reasonable steps to ensure that all lifting equipment and accessories used with service users (for example hoists and slings), whether owned by us, the local authority, NHS, landlord or the individual, are suitable for the task, have been properly maintained and thoroughly examined at the required intervals before use, and that our staff use them in accordance with their training and the manufacturer’s instructions. Where we do not own or control the equipment, our duty is to verify, as far as reasonably practicable, that it is safe and within inspection date and to cease using it and escalate concerns where this cannot be confirmed.
• e. Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (as amended) – including the Fundamental Standards, in particular: Regulation 9 (person-centred care), Regulation 10 (dignity and respect), Regulation 11 (need for consent), Regulation 12 (safe care and treatment), Regulation 13 (safeguarding from abuse and improper treatment), Regulation 15 (premises and equipment), Regulation 17 (good governance), Regulation 18 (staffing) and Regulation 20 (duty of candour).
• f. Mental Capacity Act 2005 and associated Code of Practice – we must presume capacity, support people to make their own decisions wherever possible, carry out time- and decision-specific capacity assessments where there is doubt, and make any necessary decisions about moving and handling in the person’s best interests, using the least restrictive option.
• g. Care Act 2014 and statutory guidance on adult safeguarding – we must work in partnership with local safeguarding adults boards and follow local safeguarding procedures to protect people from abuse, neglect and improper treatment, including unsafe or degrading moving and handling practices.
• h. Health and Care Act 2022 – Learning Disability and Autism training – we will ensure that every person working for the purpose of our regulated activities receives training on learning disability and autism appropriate to their role, in line with section 20(5ZA) of the Health and Social Care Act 2008 and the Oliver McGowan Code of Practice.

5.2. The Good Place is fully committed to meeting the requirements of the Accessible Information Standard (AIS), as set out by NHS England. This means we will ensure that people with a disability, impairment, or sensory loss receive information and communication support that they can understand and use effectively. This may include large print, easy-read versions, audio formats, or the use of interpreters and communication aids. See our Accessible Information Standard (AIS) Policy and Procedure for further details.

5.3. We also comply with the Equality Act 2010 and are fully committed to promoting diversity, and human rights in all aspects of our service provision and employment practices. We are dedicated to ensuring that all individuals, including staff, service users, and stakeholders, are treated fairly, with dignity and respect, and without discrimination. We will also make reasonable adjustments so that no individual is treated less favourably when using our service. This includes supporting people with protected characteristics such as age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. See our Equality, Diversity and Human Rights Policy and Procedure for further details.

6. Principles of Safe Moving and Handling

6.1. We believe that how we move and handle the people we care for is just as important as the care we provide. Safe moving and handling is not just about following a set of rules—it’s about treating every individual with dignity, respect, and compassion, ensuring their comfort and safety while also protecting our staff from injury. Our approach is built on the following core principles:

6.2. Promoting Dignity and Respect During Handling

6.2.1. We recognise that being moved by someone else can feel unsettling or even distressing for some of our service users, particularly those who are frail, have mobility challenges, or live with cognitive impairments such as dementia. That’s why we always prioritise dignity and respect in every moving and handling task we carry out.

6.2.2. We always explain what we are doing before assisting someone with movement. A simple, reassuring conversation can help build trust and make them feel more in control.

6.2.3. We listen to our service users, ensuring they feel comfortable and involved in decisions about how they are moved. If they express discomfort or concern, we adjust our approach accordingly.

6.2.4. We maintain privacy at all times, ensuring that any repositioning, transfers, or mobility assistance are conducted in a discreet and respectful manner.

6.2.5. We never rush a transfer or movement. Taking our time ensures safety, comfort, and reassurance for both the service user and our staff.

6.2.6. We treat each individual as a person, not just a task—because how we assist them matters just as much as the outcome.

6.3. Encouraging Independence While Providing Necessary Support

6.3.1. One of our key goals in domiciliary care is to enable people to do as much for themselves as possible while offering the support they need. We understand that maintaining independence is vital for a person’s self-esteem, confidence, and overall well-being.

6.3.2. Instead of doing everything for someone, we encourage and empower them to participate in their movements where possible.

6.3.3. We adapt our approach to the individual’s capabilities, offering just the right amount of support—whether it’s a steadying hand, a mobility aid, or full assistance.

6.3.4. We ensure that mobility aids (e.g., walking frames, grab rails, hoists) are properly used so that individuals can remain as mobile and self-sufficient as possible.

6.3.5. We always respect an individual’s pace—we never rush them, and we allow them to move in a way that feels natural and safe.

6.3.6. Even small actions, such as holding onto a rail to support themselves while transferring from a chair to a bed, can help maintain independence and prevent a decline in mobility.

6.4. Avoiding Unnecessary Lifting Where Possible

6.4.1. We follow a no-lift policy whenever possible, meaning that we use alternative, safer methods instead of manually lifting a service user without assistance. This approach protects both service users and our staff from unnecessary strain, discomfort, and potential injury.

6.4.2. Wherever possible, we help individuals move themselves using verbal prompts, encouragement, and suitable equipment rather than physically lifting them.

6.4.3. We conduct thorough risk assessments to identify the safest methods for moving and handling each individual, reducing the need for unnecessary manual handling.

6.4.4. We train our staff to use safe techniques such as pivoting, weight-shifting, and natural movement rather than lifting with force.

6.4.5. We work in pairs when necessary, ensuring that no care worker has to handle a service user alone if additional support is needed.

6.4.6. By reducing manual lifting and using safer alternatives, we lower the risk of injury while making moving and handling a more comfortable experience for the people we support.

6.5. Using Approved Techniques and Equipment for Moving and Handling

6.5.1. We take great care to ensure that every movement is carried out correctly, using the right techniques and appropriate equipment. Safe moving and handling is not just about efficiency—it’s about ensuring that every movement protects the health and safety of our service users and staff.

6.5.2. We train all staff members in proper moving and handling techniques, ensuring they know how to safely support service users without putting unnecessary strain on themselves.

6.5.3. We use approved equipment such as hoists, slings, transfer belts, slide sheets, and standing aids whenever needed, ensuring that every transfer is as smooth and safe as possible.

6.5.4. We regularly inspect and maintain all moving and handling equipment to ensure it remains in excellent working condition and is safe to use.

6.5.5. We provide ongoing refresher training for our staff so that they remain confident and competent in using the latest moving and handling techniques.

6.5.6. Using the correct techniques and equipment is essential in preventing injuries, reducing discomfort, and making moving and handling a positive experience for everyone involved.

6.5.7. We recognise that moving and handling plans must be individualised. For each person, we will agree and record a clear moving and handling plan within their care plan, based on their wishes, cultural needs, communication preferences, level of mobility and any physical or cognitive impairments. This plan will describe what the person can do for themselves, the support they need, which equipment must be used, and any specific instructions (for example “always use full-body hoist with green medium sling; two carers required”). Staff must follow this plan at all times, unless there is an immediate risk to life that requires a different emergency response, which must then be documented and reviewed.

7. Risk Assessment and Planning

7.1. Safe and effective moving and handling starts with thorough risk assessment and careful planning. Every individual we support has unique needs, preferences, and physical abilities, which is why a one-size-fits-all approach simply doesn’t work. Instead, we take the time to understand each person’s situation, assess potential risks, and create personalised moving and handling plans that prioritise safety, comfort, and independence.

7.2. Individual Risk Assessment for Each Service User

7.2.1. Every service user in our care receives a detailed, person-centred risk assessment to determine the safest way to assist them with movement and mobility. We understand that each person’s needs can change over time, whether due to illness, injury, surgery, or changes in mobility, so we continually assess and adapt our approach to ensure their safety.

7.2.2. We conduct a comprehensive risk assessment when a new service user joins our care. This involves understanding their current mobility levels, strength, coordination, medical conditions, pain levels, and personal preferences.

7.2.3. We ask the right questions:-

• a. Can they move independently, or do they require partial or full assistance?
• b. Do they experience dizziness, balance issues, or joint pain that might affect mobility?
• c. Are there any medical conditions, such as arthritis or neurological disorders, that impact their movement?

7.2.4. If a person requires assistance from a hoist, wheelchair, or other mobility aids, we ensure our staff are trained in how to use them properly.

7.2.5. We actively involve service users in their own risk assessments, ensuring that they feel empowered and that their comfort and dignity are always prioritised.

7.2.6. By carrying out thorough risk assessments, we can prevent injuries, avoid unnecessary discomfort, and promote safe mobility for everyone we support.

7.2.7. All moving and handling risk assessments will follow recognised good-practice frameworks (for example considering Task, Individual, Load and Environment/Equipment) and will be recorded in a way that is clear and easy for staff to follow. They will explicitly link to the person’s overall care plan and to CQC’s Fundamental Standards on safe care and treatment and good governance, and will be reviewed whenever the person’s needs or equipment change, or after any incident or near miss.

7.3. Assessment of Environmental Hazards

7.3.1. While we can train our staff and use the best techniques, we also need to ensure that the service user’s home environment is as safe as possible. Many moving and handling risks come from hazards within the home, such as:-

• a. Narrow hallways or cluttered spaces that make safe movement difficult.
• b. Slippery floors, loose rugs, or uneven surfaces that increase the risk of falls.
• c. Poor lighting that makes it hard to navigate safely.
• d. Inadequate space around a bed, bathroom, or seating area, making transfers more difficult.
• e. Unstable furniture that could tip over if used for support.

7.3.2. As part of our risk assessment process, we inspect and evaluate the service user’s home environment to identify and eliminate hazards.

7.3.3. We work with service users and their families to rearrange furniture or clear clutter if needed.

7.3.4. We recommend simple safety improvements, such as non-slip mats, grab rails, or improved lighting.

7.3.5. If additional specialist equipment (e.g., hoists, transfer aids) is needed, we liaise with occupational therapists and other healthcare professionals to arrange for its provision.

7.3.6. By proactively addressing environmental risks, we reduce the likelihood of falls, injuries, and unsafe movements.

7.4. Reviewing and Updating Care Plans Regularly

7.4.1. Care plans and moving and handling risk assessments are live documents. They are reviewed at least every six months, and more frequently where required by regulation, or sooner if there is any significant change in the person’s health, mobility, environment, equipment or following an accident, incident or near miss. Updates are clearly documented and communicated to all relevant staff and, where appropriate, to the person, their representatives and involved professionals.

7.4.2. Reviews will always consider whether any changes are needed to the person’s moving and handling plan, equipment or staffing levels to maintain safe care.

7.4.3. If a service user has fallen, been hospitalised, or undergone surgery, we immediately reassess their moving and handling needs upon their return home.

7.4.4. We ensure that staff are kept informed about updates so that everyone involved in care delivery is on the same page.

7.4.5. By keeping our care plans up to date, we ensure that our moving and handling practices remain safe, appropriate, and tailored to the individual’s current needs.

7.5. A Multi-Disciplinary Approach to Safe Moving and Handling

7.5.1. We believe that good care is never delivered in isolation. To ensure the safest and most effective moving and handling, we take a collaborative, multi-disciplinary approach, working closely with:-

• a. Service Users – After all, they know their bodies best. We involve them in every step of the process, ensuring their preferences, comfort, and concerns are always taken into account.
• b. Family Members and Carers – Many service users receive additional support from family members, so we work alongside them to provide guidance and ensure a consistent approach to moving and handling.
• c. Occupational Therapists – These specialists provide expert advice on mobility aids, adaptive equipment, and the safest techniques for each individual.
• d. Physiotherapists – For service users recovering from injury or surgery, physiotherapists can help us develop personalised mobility plans that align with their rehabilitation goals.
• e. GPs and Other Healthcare Professionals – In cases where mobility is impacted by medical conditions, we liaise with healthcare professionals to ensure that our approach aligns with the person’s overall health plan.

8. Safe Handling Techniques

8.1. At The Good Place, we believe that every movement matters. How we assist a service user with standing, sitting, or repositioning directly impacts their comfort, safety, and dignity, as well as the well-being of our care team. That’s why we prioritise safe, effective, and respectful moving and handling techniques.

8.2. We don’t just follow guidelines—we put people first, ensuring that every transfer or movement is done with care, confidence, and skill. Below are the key techniques we use to provide safe and compassionate handling for both our service users and staff.

8.3. Correct Posture and Positioning

8.3.1. We know that proper posture and body mechanics are essential for preventing injury and strain, not only for our service users but also for our care team. That’s why we train and remind our staff to:-

• a. Keep a strong base of support – Standing with feet shoulder-width apart provides stability and balance when assisting someone.
• b. Bend at the knees, not the back – This reduces strain on the lower back and makes lifting safer.
• c. Engage core muscles – Keeping the core engaged protects the spine and improves stability.
• d. Stay close to the service user – The closer we are, the more control we have, reducing unnecessary strain on both parties.
• e. Avoid twisting – Instead, we pivot our whole body when turning, preventing unnecessary strain on the spine.

8.3.2. By following these simple but essential principles, we not only protect our own bodies but also ensure gentle, controlled, and safe movements for those in our care.

8.4. Use of Proper Manual Handling Aids and Equipment

8.4.1. We believe that the right tools make all the difference. That’s why we prioritise the correct use of manual handling aids to make transfers safer and more comfortable for everyone.

8.4.2. We use a range of equipment, including:-

• a. Slide sheets – To help reposition service users in bed without excessive pulling or strain.
• b. Hoists and slings – For safe lifting and transfer of individuals who cannot move independently.
• c. Transfer belts – To provide support while assisting someone with standing or walking.
• d. Walking aids – Such as frames, sticks, and rollators, to support safe and independent mobility.
• e. Adjustable beds and chairs – To help with positioning and reduce the need for unnecessary lifting.

8.4.3. We train our staff thoroughly on how to use this equipment correctly. Every piece of equipment must be checked and maintained regularly to ensure it is safe and in good working order. If a piece of equipment feels unsafe, faulty, or inappropriate, we report and replace it immediately.

8.4.4. Our rule is simple: If an aid can make a transfer safer and more comfortable, we use it!

8.5. Techniques for Assisted Standing, Sitting, and Repositioning

8.5.1. Every service user is different—some need minimal support, while others require full assistance. Regardless of their needs, we ensure that every movement is safe, comfortable, and stress-free.

8.5.2. Assisting with Standing Up:-

• a. We always check if the service user is ready to stand by asking how they feel before assisting.
• b. We encourage them to help as much as possible, using their legs and arms to push up if they are able.
• c. We use stable surfaces (such as a chair armrest or grab rail) to support safe standing.
• d. We avoid pulling on their arms—instead, we use a transfer belt or provide gentle guidance under their arms.

8.5.3. Helping Someone Sit Down:-

• a. We guide them slowly into the seat, ensuring their movements are controlled rather than sudden.
• b. We make sure the chair or bed is stable and positioned correctly before they begin sitting.
• c. We encourage them to reach for the chair arms or bed edges to support themselves.

8.5.4. Repositioning in Bed or Chair:-

• a. We use slide sheets or turning aids rather than pulling or lifting.
• b. We ensure the person’s limbs are supported, preventing strain or discomfort.
• c. We work as a team if the task requires two carers, ensuring a smooth and coordinated movement.
• d. We check for pressure areas, ensuring that the person’s position is comfortable and promotes circulation.

8.5.5. We always assess the individual’s mobility and ability before any movement—because the safest way to assist one person may not be suitable for another.

8.6. Avoiding Hazardous Lifts

8.6.1. At The Good Place, we operate a strict policy that care workers must not manually lift or carry individuals who cannot support their own weight. Any moving and handling of people who cannot support themselves must be carried out using appropriate equipment and/or two-person techniques, in line with the person’s risk assessment and moving and handling plan, except where an immediately life-threatening emergency requires a different response.

8.6.2. We avoid:-

• a. Single-handed lifting of a service user without proper equipment.
• b. Lifting a person under their arms—this can cause serious injury.
• c. Using outdated or unsafe techniques that could harm either the service user or the caregiver.

8.6.3. If two-person assistance or equipment is required, we use it—no exceptions.

8.7. Communication and Verbal Cues to Service Users

8.7.1. Moving and handling should never be something we do to a service user—it should be something we do with them. Clear communication is key to making the experience comfortable and reassuring.

8.7.2. We always explain what we are about to do before moving a service user, allowing them to feel prepared and involved.

8.7.3. We use simple, reassuring language—for example:-

• a. “Let’s take this slowly—I’m going to help you stand up now.”
• b. “Can you place your hands on the armrest before you stand?”
• c. “I’m just adjusting your position so that you’re sitting more comfortably.”

8.7.4. We give service users time to respond and move at their own pace—no rushing.

8.7.5. We use non-verbal communication (such as smiling, nodding, and reassuring gestures) for those who may have difficulty understanding verbal instructions.

8.7.6. We also listen. If a service user expresses pain, discomfort, or fear, we pause, reassess, and adjust our approach to make them feel more at ease.

9. Equipment Use and Maintenance

9.1. At The Good Place, we understand that safe and effective moving and handling often require the use of appropriate mobility aids and equipment. In a domiciliary care setting we do not usually supply, own or maintain such equipment, but we still have a duty under health and safety law, including LOLER and PUWER, to take reasonable steps to ensure that any equipment used by our staff is safe, suitable and used correctly. This includes checking, so far as reasonably practicable, that equipment has been subject to appropriate maintenance and thorough examination by the owner or responsible organisation, and refusing to use equipment where safety or inspection status cannot be confirmed. We therefore work closely with equipment owners and providers to support safe provision, use and maintenance, and we will not use equipment that appears unsafe or is not within its inspection date.

9.2. Our responsibility is to assess the need for mobility aids, support service users in using them correctly, and liaise with the relevant professionals to ensure equipment is available and maintained by the appropriate agencies.

9.3. Referral for Mobility Equipment

9.3.1. If a service user requires specialist mobility aids or lifting equipment, we will:-

• a. Identify the need during risk assessments or care plan reviews.
• b. Refer the service user to an Occupational Therapist (OT) via the local authority or NHS for an assessment.
• c. Liaise with social services to ensure the necessary equipment is provided.
• d. Support the service user and their family in understanding the referral process.

9.3.2. For private clients, we can:-

• a. Provide contact details for independent Occupational Therapists who can assess their needs.
• b. Offer recommendations for reputable mobility equipment suppliers who can advise on and provide appropriate solutions.

9.4. Supporting Safe Equipment Use

9.4.1. While we do not provide or maintain equipment, our role is to ensure that service users know how to use their mobility aids safely. This includes:-

• a. Encouraging proper use of hoists, walking frames, transfer belts, and slide sheets (if provided by the relevant authority).
• b. Ensuring carers are trained to assist service users with their prescribed equipment safely and in line with best practices.
• c. Reporting any concerns if we notice that equipment is damaged, unsuitable, or no longer meets the service user’s needs.

9.5. Reporting Defective or Unsafe Equipment

9.5.1. If we encounter faulty or unsafe mobility equipment, we take immediate action by:-

• a. Informing the service user and/or their family about the issue.
• b. Contacting the relevant OT or social services team to request repairs or a replacement.
• c. Advising private clients on who to contact for servicing or repairs.

9.5.2. We never attempt to repair or modify mobility equipment ourselves, as this falls under the responsibility of the supplier or relevant healthcare service.

9.6. LOLER and Equipment Safety Checks

9.6.1. Even where The Good Place is not the owner of mobility or lifting equipment, we will:-

• a. Check that any hoists, slings and other lifting equipment in use have clear evidence of thorough examination within the legally required LOLER timescales (normally at least every 6 months for people-lifting equipment).
• b. Carry out and record simple pre-use visual and functional checks (for example, checking slings for wear and tear, hoist batteries, wheels and brakes) and not use any equipment that appears unsafe or out of inspection date.
• c. Promptly report any concerns about equipment to the service user, their family and the relevant owner (such as the local authority, community equipment service, landlord or private supplier) and record the actions taken.
• d. Make sure staff only use equipment for which they have been trained and assessed as competent, and only in accordance with the manufacturer’s instructions and the service user’s moving and handling plan.

9.6.2. Where evidence of thorough examination within the required LOLER timescales is not available, is unclear or is out of date, staff must cease using the equipment immediately, make the service user safe using alternative agreed methods, and escalate the issue without delay to their line manager and the equipment owner or relevant authority. All such actions must be documented in the service user’s records and in our incident or hazard reporting systems.

10. Staff Training and Competency

10.1. Moving and handling is a crucial part of our work, and if not done correctly, it can lead to serious injuries for both service users and caregivers. That’s why we prioritise comprehensive training and ongoing competency assessments, ensuring that every member of our team feels confident, skilled, and fully equipped to carry out moving and handling tasks safely and professionally.

10.2. We don’t just meet the minimum training requirements—we go above and beyond to ensure our team has the knowledge, skills, and confidence to deliver exceptional care.

10.3. Mandatory Moving and Handling Training for All Care Staff

10.3.1. From day one, every member of our care team undergoes mandatory moving and handling training as part of their induction. We ensure that new staff understand not just the techniques, but also the importance of dignity, respect, and communication when assisting service users with mobility.

10.3.2. Our training covers:-

• a. Safe manual handling techniques to prevent injury to both service users and staff.
• b. Correct posture and positioning when lifting, transferring, and supporting individuals.
• c. How to use moving and handling aids such as hoists, transfer belts, and slide sheets.
• d. Understanding risk assessments and how to adapt techniques based on individual needs.
• e. How to communicate effectively with service users to ensure they feel comfortable and in control during any movement.
• f. What to do in emergency situations, including how to assist a service user safely after a fall.

10.3.3. Our goal is to ensure that every carer leaves their training fully prepared and confident in their ability to assist with mobility safely and respectfully.

10.4. Refresher Training at Least Annually

10.4.1. Moving and handling techniques evolve over time, and we want to ensure that our staff stay up to date with the latest best practices. We therefore provide refresher moving and handling training at least annually, or more frequently where indicated by changes in guidance, equipment, roles or incident learning.

10.4.2. We use these sessions to:-

• a. Reinforce key techniques and correct any bad habits that may have developed.
• b. Update staff on any new equipment or methods we have introduced.
• c. Share real-life experiences and lessons learned from previous incidents or feedback.
• d. Ensure that staff remain fully compliant with CQC regulations and health and safety laws.

10.4.3. If a staff member feels they need additional support, we offer one-to-one coaching to help them feel more confident and competent. We never leave our staff to struggle alone—we support them every step of the way.

10.5. Learning Disability and Autism Training (Oliver McGowan training)

10.5.1. In line with the Health and Care Act 2022 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, we will ensure that all staff, including ancillary staff who may have contact with people with a learning disability or autistic people, receive learning disability and autism training appropriate to their role. We will normally meet this requirement by using the Oliver McGowan Mandatory Training on Learning Disability and Autism or equivalent training that demonstrably meets the national standard and CQC guidance. Attendance, competency and refresher requirements will be recorded and monitored.

10.6. Assessing Staff Competency Through Supervision and Observation

10.6.1. Training alone is not enough—we also need to see that staff are putting their skills into practice safely and effectively. That’s why we conduct regular competency assessments through:-

• a. On-the-job supervision – Senior carers or managers observe staff in real care situations to ensure they are using correct techniques and following procedures.
• b. Practical assessments – We test staff on various moving and handling scenarios, ensuring they can apply their knowledge correctly.
• c. Feedback and coaching – If an issue is spotted, we provide constructive feedback and additional support to help staff improve.
• d. Service user feedback – We encourage service users to share their experiences, letting us know if they feel safe, comfortable, and respected during transfers and movements.

10.6.2. If a team member is struggling with a particular technique, we don’t criticise—we train, support, and guide them until they feel confident.

10.7. Training on Safe Use of Mechanical Aids

10.7.1. Many of our service users rely on mobility aids and lifting equipment to move safely and comfortably. It’s essential that our staff know how to use this equipment properly to prevent injuries and ensure a smooth, dignified experience for the person receiving care.

10.7.2. Our mechanical aids training includes:-

• a. Hoist training – Staff learn how to safely operate ceiling track hoists, mobile hoists, and standing aids, ensuring smooth and comfortable transfers.
• b. Sling selection and fitting – Understanding how to choose the correct size and type of sling for each service user to prevent discomfort or injury.
• c. Slide sheets and transfer boards – Learning techniques to minimise strain and reduce friction when repositioning individuals.
• d. Handling belts and turntables – Practicing safe standing and pivoting movements to help service users transition between positions without unnecessary lifting.
• e. Wheelchair and walking aid support – Ensuring that service users are using their mobility aids correctly and safely.

10.7.3. We also cover what to do if equipment fails or malfunctions, ensuring staff know how to respond quickly and safely in unexpected situations.

10.7.4. Moving and handling training, competency assessments and supervision are part of our wider compliance with Regulation 12 (safe care and treatment), Regulation 18 (staffing) and Regulation 17 (good governance), and we will retain evidence of training and competency as part of our quality assurance and inspection readiness.

11. Consent, Mental Capacity and Involving People in Decisions

11.1. Safe moving and handling must always respect the person’s rights, choices and legal protections around consent and decision-making. At The Good Place we will:-

• a. Obtain valid consent before carrying out any moving and handling intervention, in line with Regulation 11: Need for consent and the Mental Capacity Act 2005.
• b. Assume that every adult has capacity to make decisions about their care unless it is established otherwise, and support them to make their own decisions wherever possible (for example by giving information in a way they can understand, using simple language, visual prompts or involving someone they trust).
• c. Where a person lacks capacity to consent to a specific moving and handling intervention, ensure that a time- and decision-specific capacity assessment is completed and that any decision is made in the person’s best interests, involving family, friends or advocates as appropriate.
• d. Consider less restrictive options first and clearly record in the care plan why a particular moving and handling approach has been chosen, how it keeps the person safe and how it promotes dignity and independence.
• e. Make sure staff understand that co-operation and comfort are essential – if a person is distressed, resisting or in pain, staff must pause, reassess the situation and seek advice from a senior colleague or relevant professional before continuing.

11.2. These requirements apply to every moving and handling task, including routine transfers, repositioning, and the use of mechanical aids such as hoists and standing aids.

11.3. Restrictive practices and restraint in moving and handling

11.3.1. Some moving and handling interventions (for example the use of bed rails, positioning belts or holding someone to prevent movement) may amount to restraint or a restrictive practice. Where this is being considered, we will:-

• a. Only use restraint as a last resort, for the shortest possible time and in the least restrictive way necessary to prevent harm.
• b. Ensure that any restraint is lawful, proportionate and in line with the Mental Capacity Act 2005, its Code of Practice and, where applicable, Deprivation of Liberty Safeguards (DoLS) or Liberty Protection Safeguards (LPS) arrangements.
• c. Clearly record in the care plan the rationale for any agreed restrictive practice, the alternatives considered, and how the approach will be reviewed and reduced wherever possible.
• d. Treat any inappropriate, unauthorised or excessive use of restraint as a safeguarding concern and respond in line with our Safeguarding Adults Policy and local safeguarding procedures.

12. Emergency Situations

12.1. Emergencies can happen at any time, no matter how carefully we plan and assess risks. As a domiciliary care provider, we are often the first point of contact when a service user experiences a fall or other emergency, so it is crucial that we remain calm, confident, and well-prepared to handle such situations safely and professionally.

12.2. Our top priorities in an emergency are to:-

• a. Keep the service user safe and comfortable
• b. Avoid causing further harm or injury
• c. Seek the appropriate medical help when necessary
• d. Report and document the incident correctly

12.3. We understand that how we respond in the first moments of an emergency can make all the difference—not just in preventing harm, but also in reassuring and supporting the service user during a stressful situation.

12.4. Handling Falls and Assisting Without Causing Harm

12.4.1. Falls are one of the most common emergencies in domiciliary care, particularly for our elderly and mobility-impaired service users. We never rush to lift someone up immediately after a fall, as this could cause further injury. Instead, we follow a step-by-step approach to assess and assist safely:

12.4.2. If a service user falls, we will:-

• a. Stay calm and offer reassurance – We let the person know that we are there to help and that they should try to stay still until we assess the situation.
• b. Check for injuries – We ask if they feel pain, dizziness, or discomfort and visually check for bruises, swelling, or bleeding.
• c. Encourage slow movements – If they are alert and not seriously injured, we guide them to move slowly, ensuring they don’t rush to get up.
• d. Use the correct technique for assistance – If the person can get up safely and independently, we support them using their own strength and mobility aids where possible. We never lift them manually without proper support equipment.
• e. Seek medical attention if needed – If there is any sign of serious injury, dizziness, or confusion, we will call 999 or 112 and keep the service user as comfortable as possible while waiting for help.

12.4.3. If a service user cannot get up on their own, we will:-

• a. Make them comfortable by placing a pillow under their head and covering them with a blanket.
• b. Encourage them to stay still while waiting for professional assistance.
• c. Contact emergency services if required and notify family members.

12.4.4. We always document any falls in the service user’s records and inform their family, social worker, or GP as necessary.

12.5. Emergency Lifting Procedures

12.5.1. As a domiciliary care provider, we do not perform manual lifting of fallen service users unless we are using appropriate equipment and techniques.

12.5.2. If a service user has fallen but is alert and uninjured, we may assist them in getting up gradually using a safe method such as:-

• a. The "rock and roll" technique, where they roll onto their side, then push themselves up into a sitting position before standing with support.
• b. The use of furniture or mobility aids to support them in rising safely.
• c. Guided standing techniques if they are able to bear weight.

12.5.3. We will never attempt to lift a person from the floor alone, as this poses a serious risk to both the service user and ourselves. Instead, we will:-

• a. Encourage the use of a falls lifting aid (if provided by an OT).
• b. Call for additional assistance from family members or emergency services if the individual cannot get up safely.

12.5.4. If an emergency lifting aid (such as a Raizer chair or inflatable lifting cushion) is available, we ensure that:-

• a. The service user is medically stable before attempting to use it.
• b. Two carers are present if required for safe operation.
• c. We follow the manufacturer's instructions carefully.

12.6. When to Seek Emergency Medical Assistance

12.6.1. We are not medical professionals, but we are trained to recognise signs that indicate the need for emergency medical attention.

12.6.2. We will call 999 immediately if a service user:-

• a. Has suffered a serious fall with a suspected fracture or head injury.
• b. Is experiencing severe chest pain, difficulty breathing, or sudden weakness (possible stroke or heart attack).
• c. Has lost consciousness, is disoriented, or showing signs of a seizure.
• d. Has uncontrolled bleeding that we cannot stop with pressure.
• e. Has a severe allergic reaction (anaphylaxis) with swelling or difficulty breathing.
• f. Has a suspected infection with signs of confusion, high fever, or extreme drowsiness (possible sepsis).

12.6.3. If we are unsure but concerned, we will call NHS 111 for advice or seek guidance from the service user’s GP or next of kin.

12.6.4. We will always stay with the service user until help arrives and provide updates to their family as necessary.

12.7. Reporting and Recording Incidents and Near Misses

12.7.1. Every emergency situation must be properly documented, even if no injury occurred. This helps us to:-

• a. Identify patterns or recurring risks.
• b. Improve care plans and risk assessments.
• c. Demonstrate compliance with CQC regulations.
• d. Provide accurate information to healthcare professionals and family members.

12.7.2. For any falls, medical emergencies, or other incidents, we will:-

• a. Complete an incident report detailing what happened, how we responded, and any follow-up actions required.
• b. Inform the appropriate parties, including social services, OTs, GPs, and family members if necessary.
• c. Review the service user’s care plan to see if adjustments are needed (e.g., additional mobility aids, supervision, or environmental changes).
• d. Report any near misses—situations where an accident almost happened—so that preventative action can be taken.

12.7.3. By maintaining accurate and transparent records, we ensure that service users receive the best possible care and that our team continuously improves safety standards.

13. Reporting and Record-Keeping

13.1. At The Good Place, we understand that accurate and detailed reporting is the backbone of safe, high-quality, and person-centred care. Keeping clear records allows us to track changes in a service user’s needs, identify risks early, and provide the best possible support.

13.2. We don’t just record information because it’s required—we do it because it keeps people safe. Every piece of documentation, whether it’s a risk assessment, an incident report, or a care plan update, helps us deliver the high standard of care we are committed to providing.

13.3. Beyond just meeting legal and regulatory obligations, good record-keeping protects our service users, our care team, and our business by ensuring that every action taken is transparent, accountable, and well-documented.

13.4. Documenting Risk Assessments and Care Plans

13.4.1. Each service user is unique, and their needs can change over time. This is why we ensure that risk assessments and care plans are always up to date and reflect the most current information about their mobility, health, and support needs.

13.4.2. Risk Assessments:-

• a. Completed before care begins to assess potential hazards and mobility risks.
• b. Include details about physical limitations, home environment, and any necessary equipment.
• c. Reviewed regularly—at least every six months, or sooner if the service user’s condition changes.

13.4.3. Care Plans:-

• a. Created in partnership with the service user and their family, ensuring their preferences and personal choices are respected.
• b. Outline the exact level of support needed, whether it’s assistance with mobility, transfers, or the use of specific equipment.
• c. Updated promptly if there are new health concerns, changes in medication, or updates from healthcare professionals.

13.4.4. We take the time to ensure that care plans are not just written documents—they are working tools that guide our team in providing safe, effective, and personalised care every day.

13.5. Recording Incidents, Injuries, or Equipment Failures

13.5.1. We know that even with the best precautions, incidents can still happen. Whether it’s a fall, a minor injury, or an issue with a mobility aid, how we respond and document the event can make a big difference in preventing further harm.

13.5.2. When We Record an Incident:-

• a. Any fall or accident, whether or not an injury occurs.
• b. Any injury sustained by a service user during care.
• c. Any near-miss—situations where something could have gone wrong but didn’t.
• d. Any concerns about faulty or inappropriate equipment that could pose a risk.

13.5.3. How We Document It:-

• a. We record what happened and when, step by step, ensuring the information is factual and objective.
• b. We include actions taken, such as providing first aid, notifying a family member, or contacting a healthcare professional.
• c. We follow up, ensuring that any necessary adjustments are made to care plans or risk assessments to prevent a recurrence.

13.5.4. Reporting Equipment Issues:-

• a. If we identify that a hoist, wheelchair, or any other mobility aid is damaged or unsuitable, we report it immediately to the service user’s social worker, OT, or private provider.
• b. For private clients, we provide reliable contacts for mobility aid suppliers or repair services.
• c. We never attempt to fix mobility equipment ourselves, as this falls under the responsibility of the supplier or local authority.

13.5.5. By keeping accurate records, we ensure that our service users receive the safest possible care and that our team has the information they need to prevent future risks.

13.6. Compliance with Regulation 17 – Good Governance

13.6.1. Under Regulation 17, we must have effective systems in place to:-

• a. Monitor and continuously improve the quality of care.
• b. Identify, assess, and mitigate risks that may affect service users.
• c. Maintain secure, accurate, and up-to-date records.
• d. Act on feedback and incidents to improve our services​.

13.6.2. To ensure compliance, we:-

• a. Ensure all care staff are trained in proper documentation procedures.
• b. Regularly review and audit records to check for gaps or inaccuracies.
• c. Analyse trends from incident reports to identify areas for improvement.
• d. Encourage open communication—if a team member is unsure about documentation, we provide support and training.

13.6.3. Good governance is about more than just meeting CQC requirements—it’s about making sure our service users receive the best possible care, backed by clear and accountable record-keeping.

13.7. Reporting Serious Injuries to CQC

13.7.1. Where a moving and handling incident meets the definition of a notifiable safety incident under Regulation 20, The Good Place will comply fully with the statutory duty of candour. This means we will:

• a. Act in an open and transparent way with the service user and/or their representative.
• b. Inform them, in person and as soon as reasonably practicable, that an incident has occurred, explain what is known at that time and apologise.
• c. Provide reasonable practical and emotional support, keep them updated as investigations progress and share the outcomes and any actions we are taking to prevent recurrence.
• d. Record all duty of candour discussions and correspondence in the service user’s records and in our incident reporting systems, and notify CQC where required.

13.7.2. Certain incidents must be reported to the Care Quality Commission (CQC) under Regulation 18 – Notification of Other Incidents​.

13.7.3. We must notify CQC without delay if a service user experiences any incident that meets the notification criteria under Regulation 18 – Notification of other incidents, including (but not limited to):-

• a. A serious injury, such as a fracture, loss of consciousness, severe burns, or significant head trauma, including where this arises from a fall or other moving and handling incident.
• b. An incident requiring urgent medical treatment to prevent life-threatening consequences.
• c. An unexpected deterioration in health that results in emergency intervention.
• d. An allegation of abuse, neglect, or improper treatment requiring investigation, including allegations relating to unsafe or rough moving and handling.

13.7.4. How We Handle CQC Notifications:-

• a. We complete an internal incident report first, ensuring all details are recorded correctly.
• b. We notify CQC as soon as possible, following their reporting procedures.
• c. We inform the service user’s family and any relevant professionals, such as GPs or social workers.
• d. We review and update the service user’s care plan, ensuring that any necessary changes are made to prevent similar incidents in the future.

13.7.5. By ensuring that serious incidents are reported and investigated properly, we demonstrate our commitment to transparency, accountability, and continuous improvement.

13.7.6. Where a moving and handling incident results in a death, specified serious injury or other event that meets the criteria under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (RIDDOR), we will ensure that the required report is made to the Health and Safety Executive (HSE) in line with our Management of Accidents, Incidents, and Near Misses Policy and Procedure. This is in addition to any notifications to CQC and our duty of candour obligations.